Customer Support Associate – New Order Management, Notary Assistance & Client Experience Specialist at arenaflex

Join arenaflex: Revolutionizing the Residential Mortgage Landscape

At arenaflex, we are on a bold mission to modernize the residential mortgage market—an industry that, until recently, still relied heavily on fax machines, paper files, and manual processes. Our cutting‑edge platform now powers more than one‑fifth of real‑estate transactions across the United States, delivering seamless, AI‑enhanced workflows that empower settlement agents, escrow officers, notaries, and homebuyers alike. Backed by visionary investors (who we proudly identify as arenaflex), we are scaling rapidly, expanding our product suite, and inviting driven professionals to shape the future of mortgage technology.

Why This Role Matters

As a Customer Support Associate at arenaflex, you will be the first line of defense for our clients, ensuring that every new order is captured accurately, every notary query is resolved swiftly, and every user interaction reflects the empathy and precision that define our brand. Your work will directly impact the speed, reliability, and satisfaction of thousands of mortgage transactions each month.

Core Responsibilities

• New Order Processing: Manually create and submit new orders into the arenaflex platform, guaranteeing that downstream operational teams receive clean, error‑free data.
• Notary Support: Provide phone and email assistance tailored specifically to notary users, addressing technical questions, workflow clarifications, and compliance concerns.
• Ticket Queue Management: Own the HubSpot New Order and Notary Support queues, ensuring all tickets are acknowledged and resolved within service‑level agreements (SLAs).
• Proactive Follow‑Up: Monitor the status of “New,” “Open,” and “On‑Hold” tickets throughout the day, escalating where necessary and keeping stakeholders informed.
• Cross‑Functional Support: Assist settlement agents, escrow officers, notaries, and consumers, delivering consistent service across all user personas.
• Insight Generation: Identify recurring themes in support tickets, compile actionable reports, and collaborate with product teams to reduce overall contact rates.
• Project Participation: Once fully onboarded, contribute to the creation of self‑service resources, knowledge‑base articles, and other ad‑hoc support initiatives to enhance the overall support ecosystem.

Day‑to‑Day Operations Ownership

• Submit manual orders quickly, accurately, and with zero errors.
• Serve as a reliable backup for inbound calls, ensuring no client inquiry falls through the cracks.
• Maintain impeccable ticket hygiene—respond, resolve, and close tickets in line with SLA expectations.
• Actively surface patterns in support requests, feeding insights back to product and engineering for continuous improvement.
• Collaborate with teammates across support, product, and operations to drive seamless client experiences.

Essential Qualifications

• High school diploma or equivalent (associate or bachelor’s degree preferred but not required).
• 1–2 years of direct customer service experience, with proven proficiency in handling phone calls and email communications.
• Excellent written and verbal communication skills; the ability to convey complex information clearly and courteously.
• Demonstrated aptitude for learning new software platforms quickly and efficiently.

Preferred Qualifications & Experiences

• Experience in mortgage, real‑estate, or financial services environments.
• Familiarity with CRM tools (especially HubSpot) and ticketing systems.
• Exposure to AI‑driven workflow automation or SaaS platforms.
• Previous exposure to notary processes or legal document handling.

Key Skills & Competencies

• Empathy & Patience: Ability to view challenges from the client’s perspective, especially during high‑stress moments.
• Customer‑Centric Drive: A natural inclination to help people and resolve issues promptly.
• Curiosity & Learning Mindset: Eagerness to seek feedback, ask questions, and continuously improve.
• Multitasking & Focus: Capacity to juggle multiple tickets, phone calls, and administrative tasks without sacrificing quality.
• Attention to Detail: Precision in data entry and documentation to prevent downstream errors.
• Team Collaboration: Thrive in a supportive, high‑energy team environment while also operating autonomously when needed.
• Technical Agility: Comfortable navigating web‑based platforms, learning new interfaces, and troubleshooting technical issues.

Work Environment & Culture at arenaflex

We operate a fully remote workforce, offering the flexibility to work from any quiet, productive location with a reliable high‑speed internet connection. Our culture celebrates diversity, curiosity, and independent thinking. You will be part of a collaborative network where ideas are welcomed, feedback is constructive, and contributions are recognized. Regular virtual “coffee chats,” team‑wide retrospectives, and cross‑departmental brainstorming sessions ensure you stay connected and engaged.

Career Development & Growth Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As you master the foundational responsibilities, you will have pathways to specialize further—whether that means advancing into senior support roles, moving into quality‑assurance analysis, or transitioning toward product management and client success leadership. We invest in your professional growth through:

• Access to online learning platforms (Udemy, Coursera, LinkedIn Learning) with a dedicated learning stipend.
• Mentorship programs pairing you with senior leaders across product, engineering, and operations.
• Quarterly skill‑building workshops focused on communication, data analytics, and SaaS best practices.
• Opportunities to lead internal projects, such as building new knowledge‑base articles or streamlining ticket triage processes.

Compensation, Perks & Benefits

While specific salary ranges are market‑adjusted, every arenaflex employee receives a competitive total‑compensation package that includes:

• Comprehensive health, dental, and vision insurance with multiple plan options.
• Retirement savings plan (401 k) with a company match of up to 4% of your contributions.
• Generous paid parental leave—16 weeks, available to all new parents regardless of gender.
• Flexible paid time off (PTO) policy encouraging you to unwind and recharge.
• Flexible Spending Accounts (FSAs) for healthcare and dependent care expenses.
• Life, accidental death, and short‑/long‑term disability coverage.
• Wellness stipend for home‑office equipment, ergonomic accessories, or fitness activities.

Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We actively seek candidates from varied backgrounds, experiences, and perspectives. Our commitment to diversity drives a culture where every voice is heard, respected, and empowered to make an impact. If you require an accommodation during the recruitment process, please let us know, and we will gladly assist.

How to Apply

Ready to become a pivotal part of a high‑growth, tech‑forward organization that’s reshaping the mortgage industry? Click the link below to submit your application and begin your journey with arenaflex. We look forward to learning how your unique talents can help us continue delivering exceptional, empathetic support to our ever‑expanding user base.

Apply Now – Customer Support Associate at arenaflex

Take the Next Step

If you thrive in fast‑paced environments, love solving problems for real people, and are eager to grow alongside an innovative team, we want to hear from you. Join arenaflex today and help us set a new standard for customer experience in the mortgage world.